10 V. Kumar and W. Reinartz – Customer Relationship Management Value Alignment  Aligning the cost to serve a particular customer with the value he/sh
{"Image DocumentName": "Value AlignmentAligning the cost to serve a particular customer with the value he/she brings to the firm.", "Image ImageDescription": "Allows firms to serve their most valuable customers in the best manner. Value alignment is particularly critical when there is great heterogeneity in the customer\u2019s value and in the cost to serve the customer. Example: the airline business, the hospitality industry and the financial services industry. Example of a firm with a highly heterogeneous customer base: Tier A represents 71% of the customer base Tier B 42% and Tier C the remaining 27%", "Image XResolution": "37", "Image YResolution": "37", "Image ResolutionUnit": "Pixels/Centimeter", "Image Software": "SlidePlayer", "Image YCbCrPositioning": "Centered"}